I was notified from users this morning that they have not been getting email notifications when they open tickets, or when an admin updates tickets.

I checked all of the settings under "help desk settings" to ensure that the appropriate boxes are checked so they would get email.

admins are receiving emails just fine, so it shouldn't be an email server issue. I looked in the production log and found instances for "actionmailer" whenever a ticket update is sent to an admin, but I see nothing sending to users when an admin opens a ticket.

I just upgraded to 6.2 hoping it would solve the issue. Is there a config file somewhere, where the values for email notifications are coded in? It would give me a place to check to see if the file is not updating to match what my console shows me.